Selected Support

IBM has a long-standing commitment to the open source community. And as part of that commitment, IBM is pleased to offer Selected Support for the following:

Selected Support features

When you buy IBM Selected Support, IBM will make available Selected Program defect corrections, if any, that IBM develops. Plus, you'll get assistance:

In order to better assist you with problem resolution, IBM may request that you allow provide remote access to your system to aid you in isolating the software problem cause. You remain responsible for adequately protecting your system and all data contained in it whenever IBM remotely accesses it with your permission.

Selected Support offerings

Apache Software Foundation [ASF] Geronimo open source application server software

IBM Support for Apache Geronimo offers expert technical support for Apache Geronimo, the open source application server project from the Apache Software Foundation. Using this technical support, you can confidently develop and deploy your Web and Java 2 Platform, Enterprise Edition (J2EE) applications using Apache Geronimo.

See Apache Geronimo and IBM Support for Apache Geronimo offerings for more information.


IBM WebSphere Application Server Community Edition

IBM WebSphere Application Server Community Edition, a lightweight Java™ 2 Platform, Enterprise Edition (J2EE) application server built on Apache Geronimo, the open source application server project of the Apache Software Foundation. Designed to help you accelerate your development and deployment efforts, WebSphere Application Server Community Edition provides a readily accessible and flexible foundation for building Java applications.

See IBM Support for WebSphere Application Server Community Edition offerings for more information.


Eclipse Foundation Eclipse open source development platform

IBM Rational Elite Support for Eclipse provides world class technical support for Eclipse, the open source development environment from the Eclipse Foundation. IBM Rational Elite Support for Eclipse provides the support you need to confidently develop in the Eclipse environment.

See IBM Rational Elite Support for Eclipse offerings for more information


Extreme Cloud Administration Toolkit (xCAT) 2.0 open source cloud management tool

xCAT is a scalable distributed computing management and provisioning tool that provides a unified interface for hardware control, discovery, and OS diskful/diskfree deployment. xCAT has been deploying and managing large Linux systems for a number of years. Many IBM customers and others have enjoyed its powerful customizable architecture. IBM Support for xCAT 2.0 delivers the technical support clients need to confidently manage their large systems.

See IBM Support for xCAT for more information.


CrawfordTech Riptide

CrawfordTech Riptide™ controls the management and distribution of content stored in IBM Enterprise Content Management (ECM) systems. Users can select and distribute documents using Riptide to easily “package” and send content from multiple repositories in disparate formats, helping to increase efficiencies and reduce costs. Riptide Server is tightly integrated with IBM FileNet Content Manager, IBM Content Manager, IBM Content Foundation, IBM Content Navigator, IBM Content Manager OnDemand, IBM Case Manager and IBM Production Imaging Edition.

For clients who have active support contracts, IBM Enterprise Content Management (ECM) support will provide a single point of contact for IBM ECM products and the CrawfordTech Riptide products that IBM sells. IBM ECM support will team with CrawfordTech to provide support for problems you experience. Since the CrawfordTech Riptide products are not IBM developed products, problem resolution and fixes will be provided by CrawfordTech Riptide.

See product announce letter 214-458 Additional information about Elite Support can be found in the IBM Software Support Handbook.


FTI Ringtail

FTI Ringtail eDiscovery Legal Review provides corporations and law firms with a single, powerful eDiscovery software solution for matters large and small. For clients who have active support contracts, IBM Enterprise Content Management (ECM) support will provide a single point of contact for IBM ECM products and the FTI Technology products that IBM sells. IBM ECM support will team with FTI Technology to provide support for problems you experience. Since the FTI Technology products are not IBM developed products, problem resolution and fixes will be provided by FTI Technology.

For information about how to purchase these products and how to purchase technical support for FTI Technology's products sold via IBM, visit the announcement letter and the product page.


IBM Entry and Elite Support for IBM Platform MPI Community Edition

IBM Platform MPI is a high performance, production–quality implementation of the Message Passing Interface (MPI) — supporting the broadest range of industry standard platforms, interconnects and operating systems to help ensure that parallel applications can run on any platform. IBM Support for Platform MPI Community Edition is an optional offering for users who require technical support or greater scalability.

See IBM Platform MPI for additional information.


IBM Elite Support for IBM Lotus Symphony

IBM Lotus Symphony is an award-winning, easy-to-use application suite designed to handle most office productivity tasks that users typically perform. Lotus Symphony applications support both the Open Document Format(ODF) standard - which helps free users from proprietary file formats and expensive software licensing and upgrade agreements - as well as Microsoft Office file formats for interoperability with other organizations. IBM Lotus Symphony can be downloaded, installed and used at no charge from the IBM Lotus Symphony Website . IBM Elite Support for Lotus Symphony, sold in a 20,000 authorized user pack, is a smart choice for those organizations that are using standalone Lotus Symphony and need worldwide 24X7 support.

See IBM Lotus Symphony or IBM Lotus Symphony Support for additional information.


IBM Elite Support for IBM Informix Innovator-C

IBM Informix is an industry leading database server with legendary reliability, performance, and scalability. It is widely deployed across broad range of industries and solutions, ranging from small businesses to large global enterprises. Informix delivers high value to customers, with hassle free administration, lower cost of ownership on administration and hardware resources, and high availability to help ensure continuous business operations 24x7 anywhere in the world. The Informix Innovator-C Edition is available at no charge, offering customers an opportunity to discover why Informix enjoys such high customer satisfaction and loyalty. IBM Elite Support for Informix Innovator-C is an optional offering for customers who would like technical assistance and assurance of 24x7 worldwide support.

See Informix Innovator-C Edition and IBM Elite Support for Informix Innovator-C for additional information.


IBM Elite Support for InfoSphere BigInsights Basic Edition

IBM InfoSphere BigInsights is a new class of analytics platform based on open source Hadoop and innovation from IBM, that helps customers gain rapid insight through large-scale analysis of unconventional and diverse data. IBM InfoSphere BigInsights Basic Edition provides the basic capabilities to enable solutions that turn data complexity into insight cost-effectively through massive scale-out data processing and analysis on commodity hardware, with inherent resiliency and fault tolerance.

See IBM InfoSphere BigInsights for additional information.


Datawatch Report Mining Server is a web-based analytics solution that automatically extracts data from text-based reports stored in IBM® Content Manager OnDemand repositories, enabling dynamic report mining and analysis. Datawatch Report Mining Server accesses the static corporate data stored in Content Manager OnDemand, transforming it into active data that can be filtered, sorted, and aggregated with other content. Reports can be generated using many formats for effective research, analysis, and planning with no user programming required.

Datawatch Report Mining Server V1.0 adds:

For clients who have active support contracts, IBM Enterprise Content Management (ECM) support will provide a single point of contact for IBM ECM products and the Datawatch products that IBM sells. IBM ECM support will team with Datawatch to provide support for problems you experience. Since the Datawatch products are not IBM developed products, problem resolution and fixes will be provided by Datawatch.

Unlike IBM-branded licensed offerings, this third party offering does not include first-year support in the license purchase. IBM Technical Support for this product must be purchased with IBM Elite Support with IBM Elite Support for Imagine Solutions Encapture.

While your Elite Support is in effect, IBM provides you assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. IBM provides assistance via telephone and, if available, electronic access, only to your information systems (IS) technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your end users.) IBM provides Severity 1 assistance 24 hours a day, 7 days a week. For additional details, consult your IBM Software Support Handbook, appendix A.

Elite Support does not include assistance for the design and development of applications, your use of programs in other than their specified operating environment, or failures caused by products for which IBM is not responsible under the applicable agreements.

For additional information about the International Passport Advantage Agreement and the IBM International Passport Advantage Express Agreement, visit the Passport Advantage website at http://www.ibm.com/software/passportadvantage

Additional Information:


Imagine Solutions Encapture Overview

Imagine Solutions Encapture enables organizations to support central, distributed, and remote (beyond company firewall) capture. It provides central administration, support for a broad range of scanning devices, and can be tightly integrated into the processes, applications, and repositories that drive your business. Imagine Solutions Encapture utilizes IBM Datacap Taskmaster Capture for image processing. Captured documents may be exported to IBM Datacap Taskmaster Capture or IBM FileNet® Content Manager. Imagine Solutions Encapture helps reduce costs and error rates, helps accelerate business processes, helps enhance satisfaction, and helps improve compliance performance.

Imagine Solutions Encapture components:

Unlike IBM-branded licensed offerings, this third party offering does not include first-year support in the license purchase. IBM Technical Support for this product must be purchased with IBM Elite Support with IBM Elite Support for Imagine Solutions Encapture.

While your Elite Support is in effect, IBM provides you assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. IBM provides assistance via telephone and, if available, electronic access, only to your information systems (IS) technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your end users.) IBM provides Severity 1 assistance 24 hours a day, 7 days a week. For additional details, consult your IBM Software Support Handbook, appendix A.

Elite Support does not include assistance for the design and development of applications, your use of programs in other than their specified operating environment, or failures caused by products for which IBM is not responsible under the applicable agreements.

For additional information about the International Passport Advantage Agreement and the IBM International Passport Advantage Express® Agreement, visit the Passport Advantage website at www.ibm.com/software/passportadvantage

Additional Information:


NSi AutoStore for Datacap

NSi AutoStore is a server-based application that orchestrates the capture and secures delivery of paper and electronic documents from multifunction peripherals (MFPs) into Datacap Taskmaster and IBM ECM applications. It is well suited for organizations of all sizes that want to eliminate error-prone manual document handling and protect the chain of custody from the MFP to final delivery. Whether handling invoices, claims, applications, or order forms, NSi AutoStore can automate document-driven business processes to lower costs, improve operational efficiency, communication, and collaboration, and support compliance with laws and regulations.

IBM Technical Support must be purchased through the IBM Elite Support for NSi AutoStore.

Unlike IBM-branded licensed offerings, this third party offering does not include first-year support in the license purchase. IBM Technical Support for this product must be purchased with IBM Elite Support with IBM Elite Support for Imagine Solutions Encapture.

While your Elite Support is in effect, IBM provides you assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. IBM provides assistance via telephone and, if available, electronic access, only to your information systems (IS) technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your end users.) IBM provides Severity 1 assistance 24 hours a day, 7 days a week.

Elite Support does not include assistance for the design and development of applications, your use of programs in other than their specified operating environment, or failures caused by products for which IBM is not responsible under the applicable agreements.

For additional information about the International Passport Advantage Agreement and the IBM International Passport Advantage Express® Agreement, visit the Passport Advantage website at www.ibm.com/software/passportadvantage

Additional Information: